MARIANNE GELSAVAGE

***** ****** ****, #***, ******** Township, MI 48045

586-***-**** (H) ad1587@r.postjobfree.com

Business Analyst ǀ Contact Center Professional ǀ Team Manager

I have won awards as a Business Analyst through the reporting and variety of analytical activities I produced. Because I have strong communication skills, I excel at facilitating cross-organization meetings between business and technical groups. My ability to lead contact center teams to deliver outcomes that matter against high service levels by standing out as a positive example to other groups. I have been praised for the actions that have contributed to my reputation, as well as notice as for the exceptional service I have given on behalf of clients and customers. I was noted for the successful guidance of quality customer interactions through integrated processes and better policies, that I brought to call center as tools to improve the customer experience.

Business Process & Data Analysis

Leadership /Call Ctr Manager

Customer Experience Management

Quality Assurance

Training & Process improvement

Contact Center Support

Metrics & Reporting

On & Off Boarding Staff

EMPLOYMENT HISTORY

ACRO - DTE April 2022 -June 2022

Temporary assignment supporting DTE’s Gas Control Measurement

Specialist role that compared results of large Industrial-Commercial Customers annual readings

Verified gas usage analyze concerns with flow of gas or equipment problems.

ROBERT HALF - UIA STATE of MICHIGAN August 2020 – November 2021

Call Center Manager for State of Michigan Unemployment Insurance Agency (UIA) Call Center

Daily management of a 40-person contact center team.

Full administrative responsibility – tracked attendance, absenteeism, agent productivity and compliance with State policy and procedure. Responsible for staff on-boarding and exiting administration.

Performed quality assurance leadership.

Handled escalations related to claimant concerns including initial support for staff IT issues and escalated higher level support for complicated issues.

ACRO - DTE 2018 - 2020

Inbound operations analyst for DTE Complaint Management and Distribution Operations

Resolved power flow, equipment/repair, and Michigan Public Service Commission complaints.

Resolved issues in concert with DTE’s electrical engineers and Field technicians.

Received DTE Service Excellence award for dedication to customer care.

GIG WORKER 2017 - 2018

Executed a series of temporary individual performer assignments.

Concentrix – Contact Center Advisor, General Motors

Robert Half – Accounts Payable, Art Van

Raytheon – Courseware Tester, General Motors and DTE

GLOBAL TECHNOLOGY – GENERAL MOTORS 2016-2017

Safety Analytics Analyst/SME

Analyzed data from global sources related to vehicle concerns under investigation by NHTSA (National Highway & Traffic Safety Administration). Validated potential of safety issues via IBM Watson

ENTECH for DTE 2013 - 2016

Senior Marketing Clerk & Systems Analysis

Review enrollment applications and cancellations for the Home Protection Plan at DTE. Maintain Payment Plan for customer deliverables as determined by marketing campaign terms.

Audited invoices as payables. Performed as Liaison to vendors.

Customer consultant to review/determine outcome of customer escalated accounts payable concerns.

Compiled reports via Business Objects that evaluated impact of marketing campaigns.

Conducted system testing to assure system performance and data logging.

Contract Positions 2009 - 2013

Contract-Rocket Mortgage - Purchase Closer; balanced Settlement Agreements and refinancing for residential clients.

Contract-Volkswagen - Automotive Customer Service – performed Level 2 logistics support for VW dealers, inventory allocation and marketing support of clients. Handled dealer inventory logistic concerns that included resolution of import/Customs concerns impacting vehicle delivery and distribution.

TEKsystems - Administrative and training coordinator for adoption of VOIP phone systems

ELECTRONIC DATA SYSTEMS (EDS), Michigan April 1998- August 2008

Career progression across Customer Care, Business Analyst, Metrics and Reporting, Trainer, Project and Quality Assurance Leadership, including CRM, for numerous EDS - General Motors accounts.

Compiled, analyzed and distributed reports reflecting performance and availability of hardware, software and satellite systems for GM North America. Compiled and maintained Project documents.

Established protocols for trouble-ticket escalation and resolution to enhance client satisfaction.

Gathered Project Requirements, and created procedures and training manual for Special Services and Marketing Programs

Orchestrated global “Train the Trainer” sessions to ensure consistency across multi-region teams. Geographies included the US, India, Peru and Canada

Monitored agent performance for both IT help desk and customer service programs. Coached agents to improve performance and ensure a better customer experience for GM owners.

Report administrator for the GM Card account. Reviewed and maintained customer earnings and data of credit card activity. Processed executive requests concerning GM Card (credit card) earnings adjustments including exceptions to policy for Private Marketing Programs

Vehicle warranty and service SME; resolved delivery to dealer and order fulfillment logistics concerns.

Received recognition as an outstanding call center vendor liaison for complex automotive issues.

As Quality Assurance Supervisor for the 2000 Census call center account, performed above leadership expectations. Demonstrated the ability to process a high volume of agent reviews, support calibration sessions, and deliver performance feedback directly to call center agents.

AUTONATION USA, Warren, MI March 1997- April 1998

Sales Representative

Retail sales of multi-line pre-owned vehicles provided products, and warranty information to customers. Conducted public group tours of dealership including service facility. Succeeded w/financial clerical tasks.

COMMUNITY ENGAGEMENT and NON-PROFIT SUPPORT

CHARITABLE / NON-PROFIT SUPPORT 1998-2013

Committed to “giving back” through a range of community-support programs.

Team Captain and participant in fund raising campaign for Susan G Komen Race for the Cure, Juvenile Diabetes Research Foundation, Capuchin Soup Kitchen and other national charity organizations.

EDUCATION and TRAINING

Wayne State University, Detroit, MI: Bachelor of Fine Arts, Theater

Certification: Instructional Systems Design, Macomb County Community College

Extensive EDS training, concentrating on project management, reporting technology and communications.

Toastmasters International: Competent Communicator Level. Accomplished presentation and evaluation

TECHNICAL SKILLS

Proficient across numerous CRM/ticket management systems (both legacy “green screen” and OEM applications)

Microsoft Office 365, Excel, PowerPoint, Business Objects Tool and ACCESS. Presentation skills.

Experience in IBM Watson used for processing Data Analytics.

Microsoft Teams & Power BI.

SQL, InContact database (analyze metrics) & scheduling.

Recent Team Center usage government/utility 2018-2022 (heaviest usage Robert Half for the State of Michigan /basic usage 2 years at DTE Distribution Operations.

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